Very often, when customers visit a store, they are treated like new customers, even if they are loyal customers online. That’s the dilemma in retail: online, customers leave their data every time they visit a digital storefront, but in-store customers are usually anonymous, with only card details being saved.
80% of retail happens in physical stores, and even by 2028, this figure will remain at 70%. That’s why personalized omnichannel experiences matter. The most successful brands have both physical and digital storefronts, but only a few have harmonized customer data from both digital and physical channels.
Introduction to Salesforce Retail Cloud
Salesforce acquired PredictSpring in September 2024 and launched Retail Cloud during Dreamforce 2024. Retail Cloud is a modern POS solution that enables a Customer 360 view across physical and digital commerce, breaking down silos between sales channels. This is a game changer for brands and retailers looking to deliver personalized customer experiences across every touchpoint.
How Retail Cloud Helps Merchants Personalize Omnichannel Customer Experiences
Retail Cloud comes with many built-in features, including Clienteling, AI-powered product recommendations, Endless Aisle, and real-time omnichannel data.
Clienteling
Store associates gain a complete Customer 360 view, including customers’ purchase history (online and in-store). Associates can collect customer preferences and leverage past purchases to deliver memorable and personalized shopping experiences.
Endless Aisle
Store associates and shoppers can access a full product library that spans both physical and digital inventories. This allows brands to seamlessly deliver any product to a home or store with ease.
AI-Powered Product Recommendations
Both store associates and shoppers can receive personalized product recommendations in physical stores. Retail Cloud’s built-in AI capabilities personalize customer experiences.
Real-Time Omnichannel Data
Retail Cloud provides native capabilities and seamless third-party integrations that simplify POS analytics and reporting. Retailers can unify omnichannel customer, order, inventory, and sales performance data on a single platform. Data-driven insights enhance decision-making and enable best-in-class customer experiences.
The Real Mobile-First, Omnichannel POS
Retail Cloud delivers best-in-class omnichannel experiences with secure offline mode, inventory management, shipping from store, and mobile-first features.
Offline Mode
In offline mode, cash and card payment transactions are encrypted and stored locally, ready to be processed when reconnected. This feature allows teams to work during internet outages, in remote or outdoor locations, or during peak shopping seasons that strain the network.
Mobile First
The mPOS solution transforms lightweight, handheld devices into functional points of sale. This provides customers and store associates with unparalleled freedom and flexibility, enhancing convenience throughout the purchasing journey.
Shipping From Store
Retail Cloud equips associates with the tools to fulfill every order effortlessly. Brands can offer seamless fulfillment options such as BOPIS, BOFIS, and curbside pickup, enabling associates to exceed the expectations of modern customers.
Inventory Management
Retailers can view all inventory — across warehouses and logistics operations — in real time. Inventory updates can be managed seamlessly across every commerce channel, ensuring accuracy for online marketplaces and brick-and-mortar stores.
Retail Cloud Delivers Fast Time-to-Value
Retail Cloud integrates natively with Salesforce Clouds, such as Salesforce B2C Commerce, Service Cloud, and Marketing Cloud. These integrations enable a true Customer 360 view that benefits both brands and customers.
For example:
- Customers can view their online and offline purchase history from their own accounts.
- Brands can personalize marketing based on customer data from physical and digital touchpoints.
- Service teams can easily capture online and offline orders to resolve issues faster.
Retail Cloud is also easy to integrate with leading global payment providers such as Adyen, Verifone, and Elavon.
These seamless integrations allow for exceptionally fast time-to-value, typically within 8 to 12 weeks.
Brands like John Madden, Saks Fifth Avenue, Janie and Jack, Deciem, Bouchair, and Lovesac have already enhanced their omnichannel customer experiences with Salesforce Retail Cloud.
Why Choose Digital Commerce Advisor?
Digital Commerce Advisor is one of the first Retail Cloud implementation partners. Our expertise in omnichannel strategies and passion for customer experience help brands achieve better results across every customer touchpoint.